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Making Your Experience Better

Your feedback matters.
mom and son piggyback in a park in fall

We're listening and taking action.

  • See what we've done already
  • Learn about some changes on the way
  • Understand what we do with your feedback


Your feedback allows us to make exciting changes to improve your banking experience. While many of these changes won’t happen overnight, we want you to know that we hear you. And we’re doing something about it. If you have the opportunity to complete a survey, be assured that we have dedicated teams that read every response because your feedback matters to us.

See the changes we've made

  • Our online digital assistance tool can help you quickly find answers to questions like branch locations and holiday hours

  • ​Applying for loans and opening accounts is now even easier when logged in through Online Banking or our Tru2Go app

  • We can instantly issue debit cards in our branch lobbies so you don’t have to wait for them in the mail

  • We've raised your limit for mobile check deposit

  • We've enhanced our online loan payment service so you can pay your Truliant loan from another financial institution

  • Billing notices, tax forms, statements and other documents are available for viewing in Online Banking and our Tru2Go app

  • Providing proof of insurance for vehicle and home loans is now even easier

  • Additional payment and document options are available in the Manage My Mortgage portal within Online Banking and our Tru2Go app

  • Expanding your self-service abilities to process payment protection and credit insurance claims more efficiently

Here are some changes we're working on

  • We’ve listened to your feedback on ways to improve our phone experience, and we continue working towards menu simplification

  • If you have a problem with a charge on your account, the claim process will become faster and easier

Meet the people who make your voice matter

  • Branch, Call Center, and Online leaders review feedback daily

  • Our team reaches out to members like you to make sure that new improvements will meet your needs

  • Training staff uses your feedback to improve how we serve you every day

  • Survey responses that request feedback are handled by managers within 48 hours

Making Loan Payments Easier

Making Loan Payments Easier

You made us aware of challenges when making loan payments from accounts at other financial institutions. In 2020, we launched a new digital loan payments platform to solve this.